25 Scripts for Lab Staff: Delays, Remakes, Holds, and Difficult Calls

What it helps you do

• Find the words for the calls your team dreads: late cases, holds, remakes, and money
• Give anyone who answers the phone a written script instead of an improvised answer
• Keep a dentist informed before they discover a problem themselves
• End every call with a next step and a time, so cases stop waiting on each other

How to use it

1. Print the pack and keep it where the phone is answered.
2. Put your lab's name and logo in the space at the top of each page, so your team reads it as your procedure.
3. Pick the three calls your team makes most often and read those scripts out loud together once.
4. Use the written versions when a message is easier than a call, especially for staff who prefer writing.